Are hosts supposed to treat guests like customers or legal adversaries?

[Jason239]

Has anyone noticed that Airbnb Customer Service will use anything you admit to as like an "admission of guilt" in a court trial?

I have been running an Airbnb business for 4 years now with well over 100 stays. This method of determining fault really makes it difficult to provide good customer service to my guests. Oftentimes, I get complaints about ridiculous things that no other guest has ever complained about. But I don't tell that to the guest! I acknowledge their feelings, like any good customer service representative. And then if things get escalated to Airbnb, time and time again I am penalized for acknowledging the stance of the guest, even though I think it is outrageous or petty.